IT Support Analyst

The Asia Pacific Support Analyst will be part of a team who will assist with the global day-to-day operational management of End User Support to the Business which includes the Desktop infrastructure, supporting toolsets, M365. The role requires specialist knowledge to deliver an expected high level of end user experience satisfaction

The duties of the role would also include planning, procuring, and managing the IT changes for internal office moves, local networking. The role will be required to work closely with the Head of EUC and Services - EU and AP to ensure that the entire work breakdown structure meets the target deliverables within the timeframe.

M365 will be an important tech service to Nuveen and a key component for deliverable of a successful global company, Teams/SharePoint will be the forefront of Nuveen’s move into collaboration.

**Main Duties and Responsibilities**:

- Meeting with all office managers quarterly to discuss IT issues/Innovation/Projects and any requirements that may arise, document and report these to the Head of EUC and Services - EU and AP
- Ensure ‘elevated’ support calls are resolved and business users are informed of progress at agreed intervals
- Contact for all M365 related works and issues within the BusinessReporting on usage/improvements/issues to senior IT management on a monthly basis
- Onboard new users via the induction process, this will improve user experience and reduce calls/requests logged when users joiner the company.
- Maintain systems software and hardware documentation and where appropriate asset system information.
- Support all desktop and user devices
- Complete project management for Moves and ChangesPlanning - working with Henderson Facilities, Telstra and other external support partners to provide a work breakdown structure for the impending changes. The plan will highlight any issues and risks and will be communicated to the IT Support Manager.
Estimation - as part of the planning documentation to be provided for on the IT equipment required and necessary IT Infrastructure changes
Execution and Control - demonstrate control of the project through weekly status reports that will be included in the weekly project board meetings.
- Required to set up all new hardware including AV and patching for new offices, office moves or expansion and test to ensure that users will have a positive experience when they log on or use the technology for the first time.
- Open and close communication with each location office manager to resolve issues and risks so that the office manager knows exactly what the current status is of their office changes.
- Remain on site for a specified period to act as the 1st line support for new office set ups and in some cases for an office change or expansion.
- Own, prepare and deliver regular status meeting with BSC (AV provider) to resolve outstanding incidents and issues, plus manage all new orders/upgrades and report progress in the IT Support Manager.
- Own and be responsible for project-based work such as hardware upgrades, WDM, Laptop, Thin Clients
- Report creation for bi - weekly project meetings.
- Continual management and ownership when these toolsets are handed to BAU
- Be the Permanent resource for confidential issues that may arise from HR/Risk or compliance

**Technical Skills & Qualifications Required**:

- M365, Teams Chat, Channels, SharePoint, Applications, Integrations
- Good knowledge of a service management tool. Service Now would be an advantage
- ITIL Foundation
- Preferably an industry related qualification
- Demonstrable academic record
- Fault finding on laptops, thin clients, printers
- Microsoft Office 2016, including MS Outlook 2016,MS Project
- Microsoft Active Directory
- Basic understanding of LAN technologies and protocols including TCPIP, IPX/SPX, Wireless
- Citrix and Xendesktop
- Familiarity with LAN and comms rooms
- Laptop and desktop builds/images